Contact the trader

Contact the business and stay calm, even if you are angry. Once you know where you stand with your rights and responsibilities, contact the trader to talk it over, see if you can work on a solution together to suit both of you. Assert your rights without being aggressive. Stay polite but be clear about what you want. You can also write a letter or email - see our samples below.

Sample letters

We have created some samples which may be helpful. They include templates for complaints about general retail issue, residential tenancy, motor vehicle repairs, faulty goods, retirement village and building work.

Complain in person or on the phone

Remember the person you’re talking to may not be in a position to give you what you want. Stay polite and if necessary ask to discuss the matter with the person in charge.

Explain:

What the problem is

What you want them to do about it. Decide what you want, for example, a refund, a replacement or repair.

When you want it done by (give a reasonable amount of time)

Give your contact details

Give them a contact name and telephone number in case they need to contact you.

Keep records

Keep a record of:

Who you talk to

What you talked about

The date

Keep a copy of any:

Receipts

Letters​

Emails

Notes from phone conversations

Putting a complaint in writing

If you haven’t resolved your issue with a phone call or visit, follow-up with a letter

Provide details about the issue and your attempts to resolve it. (We have produced some sample letters to assist you).

Quote your reference, agreement or account number if you have one.

Enclose a copy of any receipt, proof of purchase or any other relevant documents.

Request a response within a reasonable timeframe (set a deadline).

Don’t send originals.

Keep a copy of your letter.

Check you have the correct name and address.

If you don’t get a response

If talking or writing doesn’t work, contact us to find out who is responsible for the industry or practice with which you are having problems.

Contact us for details about the industry body, e.g. board or committee, to contact for your particular issue. Check whether the industry responsible has its own internal complaint resolution body. Contact the industry association and explain your issue.

Making a formal complaint

If you still can’t resolve the issue, you can make a formal complaint to Consumer Protection